I have followed Asterisk throughout the years and there are a great number of features that we could use in an Answering Service environment right out of the box (call queues, call recording, routing, caller-id, etc.). However an Answering Service differs from a “call center” in that we have customized instructions that change for clients on a regular basis. We maintain on-call schedules and appropriate message delivery (email, fax SMS) based on time and priority.
We have enough experience with web development to build the client form integration (database lookups based on account information), however its the bridge between the Asterisk call queue and the individual operator stations that I am drawing a blank.
Basically we need a round robin call queue and the ability for operators to stack up to 6 calls at their station for parallel processing. Based on the number dialed we would need this to do a database lookup of the customers instructions for that account. Is there a simple way to hold a call in the queue and have the operator “flip” it to their station with the DID (Direct Inward Dial) number information. This number is used as the account number for database lookups.
This is alot of information to post here, so I can get into more specifics. There are some posts here about using Asterisk as a TAS, however there doesn’t seem to be an specific direction to accomplish this piece of the puzzle.
Any guidance would be greatly appreciate, either Open Source or commercial.